Countdown to the Amadeus Total Rail forum weekly blog - changing needs of travellers
Changing needs of travellers and technology that can be used to enhance their experience
One of the many topics at the conference will be the changing needs of travellers and the types of technology that can be used to enhance their experience. How can rail companies deliver the ‘total trip’ experience? The traveller’s expectations have evolved, and they now expect the option of self-service, real-time information and customer service from booking to journey’s end. We will increasingly see new technologies, such as mobile, helping to create a seamless door-to-door experience that is tailored to the traveller’s needs, as the traveller has his or her information and ticketing to hand at every step of the journey. As rail content is distributed through multiple sales channels, travellers will be able to book in the way that suits them best.
On Tuesday 16th November, one of the workshops at the conference, ‘Using technology to improve the customer experience’, will be facilitated by Anthony Cozens, Unit Manager Product Management at Amadeus Rail, and will explore this very theme. Technology can be a powerful tool for creating customer loyalty, and this workshop will explore the places along the customer ‘journey’ where technology can make a difference – from online, to ticket office, to on-board and interlining. In addition to this workshop, a panel discussion on the same day, moderated by Ian Wheeler, VP of Marketing & Distribution at Amadeus, will focus on the real needs of customers and will share experiences about how to meet these.
